Global Relay
Overview
Who we are:
For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations. We offer competitive compensation and benefits and a work environment designed for career growth, big ideas, new challenges, and groundbreaking innovation. Global Relay is a place where you can make an impact and be recognized for it. We value diversity and inclusion and recruit candidates from different backgrounds to foster a collaborative and barrier-free work environment. To learn more about our business, culture, and community involvement, visit www.globalrelay.com.
Your role
Head of Customer Success , Global Relay, will lead this mission-critical function as the voice of the customer at the executive level. As the product portfolio and customer base have grown, this role will drive the strategic direction for a 20,000+ customer base (multi-9 figure portfolio), focusing on retention, growth, and customer satisfaction. You will report to the Global Head of Sales and lead a global team to optimize the customer journey and build long-term customer value. This is a unique opportunity to build and scale a world-class team and shape the future of Customer Success in the financial services sector and beyond.
Your responsibilities
Strategic Leadership & Vision
Develop and execute a comprehensive customer strategy for Customer Success to oversee a multi-9 figure customer portfolio, ensuring measurable outcomes through proactive engagement, world-class service, and product adoption Set clear objectives and KPIs for customer satisfaction, retention, and growth (e.g., NPS, expansion revenue) Maximize retention and lifetime value, reduce churn, and identify upsell/cross-sell opportunities Lead the Executive Briefing Center (EBC) strategy to deepen relationships with key customers and C-suite stakeholders
Team Building & Scaling
Lead and scale a global team of over 60 professionals (regional leaders, ICs, and operations analysts) to meet growing demand Mentor and empower reporting leadership to deliver exceptional service and achieve objectives Foster a culture of excellence, collaboration, and innovation with a focus on career development and cross-functional alignment
Operational Accountability & Collaboration
Own customer success KPIs: retention, expansion revenue, NPS, and customer health Collaborate with finance, product, and sales to align customer success initiatives with broader business outcomes Partner with commercial teams to ensure alignment and execution of go-to-market plans Support renewals and account growth initiatives in partnership with Sales
About you
15+ years of experience in senior leadership roles, ideally within SaaS or technology Proven success leading customer success teams in a SaaS environment with experience scaling across regions Deep understanding of SaaS business models, customer lifecycle management, and subscription revenue dynamics Expertise in implementing global service models across geographies, verticals, and personas Excellent leadership, communication, and interpersonal skills, with the ability to work with the C-suite Financial acumen: understanding of deal structures, SaaS metrics, pricing strategies, and revenue recognition Experience negotiating enterprise contracts and aligning CS metrics with financial outcomes Experience in the financial services industry (banking, fintech, insurance) and other regulated industries (e.g., healthcare preferred) Willingness to travel frequently across North America and Europe
Compensation and benefits
Base salary range: $200,000 - $300,000 USD. Compensation includes a comprehensive total rewards package with health benefits, vacation accrual, sick days, parental leave, commuter benefits, bonuses, and a 401(k) with company matching. For employees based in New York, additional perks include a subsidized meal program.
Equal opportunity
Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion. We seek to ensure reasonable adjustments and accommodations tailored to individual needs.
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Who we are:
For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations. We offer competitive compensation and benefits and a work environment designed for career growth, big ideas, new challenges, and groundbreaking innovation. Global Relay is a place where you can make an impact and be recognized for it. We value diversity and inclusion and recruit candidates from different backgrounds to foster a collaborative and barrier-free work environment. To learn more about our business, culture, and community involvement, visit www.globalrelay.com.
Your role
Head of Customer Success , Global Relay, will lead this mission-critical function as the voice of the customer at the executive level. As the product portfolio and customer base have grown, this role will drive the strategic direction for a 20,000+ customer base (multi-9 figure portfolio), focusing on retention, growth, and customer satisfaction. You will report to the Global Head of Sales and lead a global team to optimize the customer journey and build long-term customer value. This is a unique opportunity to build and scale a world-class team and shape the future of Customer Success in the financial services sector and beyond.
Your responsibilities
Strategic Leadership & Vision
Develop and execute a comprehensive customer strategy for Customer Success to oversee a multi-9 figure customer portfolio, ensuring measurable outcomes through proactive engagement, world-class service, and product adoption Set clear objectives and KPIs for customer satisfaction, retention, and growth (e.g., NPS, expansion revenue) Maximize retention and lifetime value, reduce churn, and identify upsell/cross-sell opportunities Lead the Executive Briefing Center (EBC) strategy to deepen relationships with key customers and C-suite stakeholders
Team Building & Scaling
Lead and scale a global team of over 60 professionals (regional leaders, ICs, and operations analysts) to meet growing demand Mentor and empower reporting leadership to deliver exceptional service and achieve objectives Foster a culture of excellence, collaboration, and innovation with a focus on career development and cross-functional alignment
Operational Accountability & Collaboration
Own customer success KPIs: retention, expansion revenue, NPS, and customer health Collaborate with finance, product, and sales to align customer success initiatives with broader business outcomes Partner with commercial teams to ensure alignment and execution of go-to-market plans Support renewals and account growth initiatives in partnership with Sales
About you
15+ years of experience in senior leadership roles, ideally within SaaS or technology Proven success leading customer success teams in a SaaS environment with experience scaling across regions Deep understanding of SaaS business models, customer lifecycle management, and subscription revenue dynamics Expertise in implementing global service models across geographies, verticals, and personas Excellent leadership, communication, and interpersonal skills, with the ability to work with the C-suite Financial acumen: understanding of deal structures, SaaS metrics, pricing strategies, and revenue recognition Experience negotiating enterprise contracts and aligning CS metrics with financial outcomes Experience in the financial services industry (banking, fintech, insurance) and other regulated industries (e.g., healthcare preferred) Willingness to travel frequently across North America and Europe
Compensation and benefits
Base salary range: $200,000 - $300,000 USD. Compensation includes a comprehensive total rewards package with health benefits, vacation accrual, sick days, parental leave, commuter benefits, bonuses, and a 401(k) with company matching. For employees based in New York, additional perks include a subsidized meal program.
Equal opportunity
Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion. We seek to ensure reasonable adjustments and accommodations tailored to individual needs.
#J-18808-Ljbffr